Name: Regency Fireplace
Rating: 3.97

“We replaced our freestanding stove with a ci2700 due to safety reasons. We have had the stove 13 months and it has not performed AT ALL as stated. Our home is only 1200 sqft, states it will warm up to a 2600 sqft home, and with mild weather, we may be able to get the home up to 70 degrees where with the free standing stove it was 80 and above degrees. Burn time is stated to be up to 14 hrs. We are feeding it every 1.5 hrs to be sure it's burning hot enough. At night if it goes unattended for too long, it's at least 30 mins to get it going again along with the house filling with smoke. We have gone through double the wood and we have had a very mild New England winter so far. When it's really cold, our furnace kicks on cause the stove can't heat as it's stated to do so. We use oak wood that has been dried for 2 years, and we've been burning for over 20 years with no issue; till now. This stove is incredibly disappointing and completely inefficient. I will never recommend this stove.”

Helpful Report

Posted 2 years ago

Thanks for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Remember to include your model number, serial number and dealer name. As always, we stand behind our products and would like to assure you that no warranty issue will go unattended.

Posted 2 years ago

“I have a F2450m stove it worked fine for 3 months now secondary tubes do not re burn it burns like crazy till you shut the door then the fire dies way down.Two Regency techs look chimney is clean I am starting fires correctly my wood is two years old mostly oak.Regency installer Brad Barker is very rude blew me off after coming out putting a plate over the ash box .I started a fire after that let it burn wide open for 20 mins up to 600 went to shut it down to 1/2 it went out tried to let a small amount of air it exploded in to flames.So I was told to put ash plug back did that still can't use the stove without it being wide open.They also fixed the defector shield it was sitting on the baffle thst still didn't fix the issue it's like the burn tubes in the back are not working I have vacuumed them out Regency reps will not longer work with me totally ignoring me said I was stupid and should not burn wood.And off record guy thstvuse to work for Regency came watched it burn said I was correctly going everything and the stove is not working stop using it its dangerous.And should be replaced but the Brad Barker said I walking away so here I sit in the cold with 4000 k stove I can't use.Had it blown up in my face Regency you would have been open to a law suit.So I have to trash this stove and get another brsnd.Shame on you and your reps and your company. I wi be turning this over to Better Business Bureau”

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Posted 2 years ago

“This stove does not even deserve a one star rating. We had an 1150 insert installed to replace a 40 year old regency wood stove. (We were told it was against code to install a new wood stove; had to be an insert) The firebox is too small. Burn time is maybe an hour— never mind the 6-8 hours they promised. Fill the box and the fire rages like crazy. Then it burns out and you have to add more wood. The damper hardly has any effect. This stove is in my kitchen of less than 400 square feet and we struggle to get the temperature above 65. We’re using a lot more wood than we did with our old stove and getting MUCH less heat. And, the old flue liner was replaced since we didn’t know how it was, and the new one doesn’t allow heat to radiate through the upstairs chimney! Now it’s freezing upstairs too. A total waste of money. Can’t wait to get rid of it and start over!”

Helpful Report

Posted 2 years ago

Thanks for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Remember to include your model number, serial number and dealer name. As always, we stand behind our products and would like to assure you that no warranty issue will go unattended.

Posted 2 years ago

“Do not buy Regency I1150. Has not work properly from day one. Poorest designed wood stove insert I have ever experienced. Had this stove for about 18 months now. Instead of an enjoyable evening with a warm fire, I am vexed and irritated every time. I'd give it less than one star if I could. It cost so much that I cannot just throw it away and start over. But I might because this is the worst stove I have ever used. 1) Smoke pours out of the stove through the fan box and the sides when I light it. EVERY TIME. This did not happen with the old fireplace insert that this one replaced. Had the fireplace installer come out twice. He said the stove is installed properly and acknowledged he had seen this problem before with this stove. Other reviews on the web also mention this is a problem. He had the same problem when he tried to show me how to light the stove. Flue has a stainless steel liner. Said i could take out the smoke baffle and that might help. Will also void the warranty, so not helpful suggestion. 2) Stove burns super hot and fast. The damper has no noticeable effect. No way this stove burns for 8 hours because if you fill it up, it burns so hot you are worried about it cracking stove. Have to add a piece of wood every 30 min to keep a fire going without overheating. Yes, the door has been adjusted. 3) Fan makes a very LOUD noise - like the blades are hitting metal shield. We have to stuff a shim under the front to get it a little quiet - and then adjust the shim as eventually the VERY LOUD rattle is back. So we don't use the fan unless we are not in the room. What good is that? The point was to have a fire in the room we use the most.”

Helpful Report

Posted 2 years ago

Thanks for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Remember to include your model number, serial number and dealer name. As always, we stand behind our products and would like to assure you that no warranty issue will go unattended.

Posted 2 years ago

“Regency gas stove... 4 years = three glass door replacements due to "crazing" and three motor replacements due to bad connection between the motor and the fan (motor spins but fan doesn't)..... the local dealer has been great but the product, to put it mildly, IS NOT!”

Helpful Report

Posted 2 years ago

Thanks for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Remember to include your model number, serial number and dealer name. As always, we stand behind our products and would like to assure you that no warranty issue will go unattended.

Posted 2 years ago

“My stove is not what was promised. I am so dissatisfied. Even the bars up top will not stay in (no, I am not knocking them out when putting wood in).”

Helpful Report

Posted 2 years ago

Thanks for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Remember to include your model number, serial number and dealer name. As always, we stand behind our products and would like to assure you that no warranty issue will go unattended.

Posted 2 years ago

“Purchased a new HI500 and had it installed this summer. It’s been 30 degrees all day and we’ve had it running now for 14 hours. The temperature in my living room (where it is installed) has reached a max of 68 degrees. My living room is about 400 square feet. The kitchen which is the next room (no walls) is currently 63 degrees. What will happen when it is below zero (I’m in New England)? Extremely disappointed and feel like I was taken for a ride. $7,700.00 installed by the way.”

Helpful Report

Posted 2 years ago

Thanks for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Remember to include your model number, serial number and dealer name. As always, we stand behind our products and would like to assure you that no warranty issue will go unattended.

Posted 2 years ago

“I bought the Hi500. Absolutely does NOT heat the square footage that it says. It actually won’t even heat the room that it’s in, and that’s with the blower running on high constantly. Extremely disappointing. Quite possibly the worst fireplace.”

Helpful Report

Posted 2 years ago

Thanks for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Remember to include your model number, serial number and dealer name. As always, we stand behind our products and would like to assure you that no warranty issue will go unattended.

Posted 2 years ago

“Stove sucks,every time you light it fills room with smoke. Did it just the way it says in manual 2years and it does it every time.looking for a real stove and removing this one again stove sucks”

Helpful Report

Posted 2 years ago

Thanks for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Remember to include your model number, serial number and dealer name. As always, we stand behind our products and would like to assure you that no warranty issue will go unattended.

Posted 2 years ago

“I'm getting a 5-6 hour burn time with both vents closed using seasoned hardwood. Sales literature says up to 12. Temps run 600 - 800 degrees. Door does not feel like it seals well, vent handles feel loose. The installer claims everything is normal. (He's extremely busy and doesn't have time to deal with it.) Regardless of distance of wood to glass, it smokes over and the fire is hardly visible. I call BS! I tried contacting Regency customer service directly but no response in 3 weeks. I have 2 other older Regency inserts in another home and get nearly 10 hours burn time on both. Also, I ordered it with the nickel trim kit but it arrived without. I had to wait 4 more months before kit arrived and installer could schedule it. Then we discovered bolts were stipped and trim could not be installed anyway. Maybe I got a substandard COVID unit. Not happy!”

Helpful Report

Posted 2 years ago

Thanks for reaching out. Our Tech support team has been in contact with you. If you have any further questions you can contact our Customer Care team directly at customercare@regency-fire.com. Remember to include your model number, serial number and dealer name. As always, we stand behind our products and would like to assure you that no warranty issue will go unattended.

Posted 2 years ago

“Regency gas stove impersonating a boat anchor for over a year. Capital City stove and Regency ignore warranty service request. Worst POS I've ever experienced. Don't waste you're money.”

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Posted 2 years ago

“I bought a Regency wood stove insert and it is a hazard. First, it does not heat so much as a room, much less the square footage advertised. I estimate that I could go through a cord of oak in 3 weeks and not get any appreciable heat output. The fan does not work until the stove heats up and then it is loud. Until the stove heats up the fan box allows a reverse air flow pushing smoke into the room. The reason that smoke come out of the unit and goes into the room is that there is no draw up the chimney. Enough smoke will come out to set off your smoke detectors. It is almost impossible to start a fire without smoke coming into the room; either through the fan box, leaking seals or opening the door to try to restart the fire to eliminate the smoke production. The installer and seller are no help as there is no agreement that they have warranty duties. Save your money and try something else. I have two space heaters that operate at less cost than wood for the stove without the smoke problem.”

Helpful Report

Posted 2 years ago

Thank you for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Please remember to include your model number, serial number and dealer.

Posted 2 years ago

“We have a new Regency insert Ci1150 and it doesn't heat 200 sq ft.. Worst stove ever and expensive. I wouldn't recommend buying this at all. The top pipes fall out constantly and you have to be within 5 feet of the stove to feel anything. We have a small house, small and it is terrible..”

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Posted 2 years ago

“We had a Chicago City Series fireplace installed couple years ago and have not seen it working even once. Company is not honoring the warranty and customer service is non existence. Worse service of all the companies we dealt with during or custom build. Never again.”

Helpful Report

Posted 2 years ago

“Regency apparently won't stand behind their warranty for their fireplaces. Fireplace (Classic I1150 Wood Insert) worked great for about 30 days, then fire goes out when door closed. Complained to installer, just get excuses. Finally got installer to come out, they couldn't keep fire going either, another excuse. Excuses range from not building fire right, too warm outside, chimney/flue not tall enough, not to building code. I verified chimney/flue is correct. Called Regency and sent email (reference TICK 16905. Answer was no help, did not answer all my questions. Sent two letters certified mail in the last three weeks complaining. No response at all.”

Helpful Report

Posted 2 years ago

Thanks for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Please include your model number, serial number and dealer name. As always, we stand behind our product and would like to assure you that no warranty issue will go unattended.

Posted 2 years ago

“Buyer Beware. My recent purchase of a G800C Grandview fireplace has left me with a really nice looking fireplace that does not work. After 6 attempts over 3 months of the installer coming back to trouble shoot and fix the fireplace, it is still not functioning. Regency will not offer refunds or replacements because the fireplace is already installed. So be sure to make sure your fireplace works before it is installed...oh wait that is impossible. You will just get screwed if you use this company!”

Helpful Report

Posted 3 years ago

Hi Jeff, We are sorry to hear about the issues you are experiencing. Our technical team has reached out and are looking into this.

Posted 3 years ago

“We purchased the Regency model P121-NG2 dual-sided fireplace based on how great the fire looked in the brochure. Based on our experience, it makes one wonder if the brochure had some PhotoShop work done to create an image of a fire that is nothing like what we have. Fireplace looks great and is a show piece in our home ... so long as you don't turn it on. The flame height is so, so low that it is a challenge at times to see it other than the glowing fake embers. Extremely disappointing to see such a large fireplace with a flame height similar to a campfire moments before it dies for the evening. We have had many professionals knowledgeable about gas fireplaces (HVAC technicians (2), gas supplier, and two mechanical engineers) look at ours and after checking absolutely everything other than the fireplace itself, they have all concluded that the gas regulator/valve within the fireplace is faulty. Regency, unfortunately, has a so-called "expert" technician who seems to think that the problem all has to do with log placement and arrogantly thinks everyone else are idiots (hence Regency has no interest to solve the problem). Clearly, the Regency tech must have cut his technical certificate from the back of a cereal box because he is absolutely clueless when it comes to technical conversation with others (especially engineers who are orders higher in technical capability ... they're the one's who design the fireplaces and train the techs). So if you want after-sale tech support, don't buy from Regency as their tech are idiots!”

Helpful Report

Posted 3 years ago

Thank you for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Please remember to include your serial number and dealer.

Posted 3 years ago

“COMPLAINT: Our Model #F2450M was installed in Sept. 2022. Upon installation we observed smoke coming out when we opened the firebox. This happened even after a 2-hour good burn. In Jan-Feb we used the wood stove for 21 days. Over time the smoke emitted into the house increased until we had to call the Fire Dept. because our CO2/Fire alarm was screaming FIRE, FIRE. They determined we did not have an active fire. Had the installer come out, the spark arrestor was completely blocked with soot particles. They removed it and started a new fire. Smoke is still coming out of the firebox when the door is closed, and when opened to restock the wood smoke still pours out. Our eyes sting and our indoor air is polluted with smoke. Opening the windows and doors do not remove the smoke from our house due to its density. It is an extreme health hazard! Per our installer the flue height is correct, we have the air kit installed, are burning bone dry wood and follow all the mfg's directions in using the stove. This stove is still under warranty, and we have a lemon. There is something wrong with the operational ability of the stove; faulty part(s) or improper construction of the unit we have. We have spent $8,000 dollars on the stove and installation and are extremely aggravated and disappointed! BTW-Did I mention we have 30+ years with 2 Stricker stoves and never had this type of problem.”

Helpful Report

Posted 3 years ago

Thank you for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com . Please remember to include your serial number and dealer. As always, we stand behind our products and would like to assure you that no warranty issue will go unattended.

Posted 3 years ago

“I have a U39E. I have had it for about year and a half. It will not stay lite! The propane dealer that put it has had to come to start it back up at least once a week. He is telling me he can’t get parts for it! What the heck! My outside temp was -7 this am and my house was 50! Thank goodnessI have an electric heater! I would not recommend a regency freestanding heater ever.”

Helpful Report

Posted 3 years ago

Thank you for reaching out. Our Customer Care team was notfied about the issues you are experiencing. You can contact them directly at customercare@regency-fire.com. Please remember to include your serial number , model number and dealer name.

Posted 3 years ago

“There fans are of low quality I'm going through 1 a year and the unit is primarily used a decorative addition in our living room. I understand at on time the fans were made in Germany and were of high quantity, not any longer. Stay clear of their products.”

Helpful Report

Posted 3 years ago

Thank you for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Please remember to include your serial number, model and dealer name.

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 92%
Accurate And Undamaged Orders	Greater than 84%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	2 - 3 Hours
Customer Service	3.4 out of 5

Regency Fireplace Reviews